SAP BTP Integration - Industrial Gases Company | Success Story
A leading US-based global supplier of Industrial & Medical gases, was experiencing challenges in their legacy contact center platform as the alerts between the drivers & planning agents are ignored for a long period thus delaying the response time.This prompted the need for a more robust and scalable solution to alleviate these business challenges while enabling future capabilities to support their digital growth objectives.
Challenges
As an organization that recently embarked on a digital transformation journey to support its rapidly growing business our client had Requirement for seamless & timely flow of information between Drivers & Planning Agents. In the as-is process, Drivers sent messages from PeopleNet (Fleet management software service flow) into GOLD (client’s legacy contact center) as an alert, which could be potentially ignored for a long period thus delaying the response time and unutilized labor hours.
Solution
Partnering with SAP and leveraging our combined functional and technical expertise in BTP, we executed a series of integrations on SAP BTP Integration Suite to address their business issues. Our client was moving from PeopleNet (Fleet management software service) to Samsara (Cloud Fleet Management Driver App) for ELD (Electronic Login Device) solution and would like to build a better system for messaging with Samsara.
The requirement of the new system was to interface messages from Samsara with Genesys instead of GOLD and then route these messages to the correct planner. To meet this requirement multiple integration flows are set up in BTP Integration Suite which exchanges messages between Samsara and Genesys in both directions.
As both Samsara and Genesys are cloud applications, SAP Cloud Integration (Integration suite) interacts with these systems via API’s that support JSON message and uses HTTPS for establishing communication. This integration will improve response time to the driver and provide a better overall experience for both driver and planner
Industrial Gases Company
SAP BTP Integration Suite
Requirement for seamless & timely flow of information between Drivers & Planning Agents. In the as-is process, Drivers sent messages from one platform into client’s legacy contact center as an alert, which could be potentially ignored for a long period thus delaying the response time and unutilized labor hours. Applexus engaged with the client and quickly executed the Integration of Genesys (Cloud Contact Centre platform) and Samsara(Cloud Fleet Management App) using SAP BTP Integration Suite for vehicle telematics & monitoring driver workflows without the need to implement an external solution requiring more servers, a new support team and a new technology stack
Results
- Our client had a seamless fleet management with integrated routing and dispatch and is planning to scale the number of app users from 20 to 1000 over the upcoming years.
- Route Optimization- Our client could quickly Plan and analyze routes and stops and evaluate data on their performance to identify deviations and pinpoint trends to remedy with coaching.
- Our client could also Optimize their field services with real-time vehicle locations, prevent breakdowns by monitoring engine diagnostics and fault codes, and cut costs by reducing idle time.
- Lowered Fuel consumption cost reducing the impact on environment.
- Gained real-time visibility on fleets and end-customer services, to enable digital transformation on a massive scale
- Our client could Easily integrate with a variety of third-party routing and dispatching software to simplify operations into a centralized view using BTP Cloud Integration
- The need to implement an external solution requiring more servers, a new support team and a new technology stack was eliminated as we could integrate and make a seamless workflow between the Genesys & Samsara using SAP Integration Suite